Role Details
Contract Duration: Permanent
Position type and schedule: Full-time. Flexible availability to work any shift
Training Schedule: Flexible availability to work any shift
Work type and Location: Hybrid, Metro Manila
Expected start date: ASAP
About The Role
A
Workforce Management Specialist is responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer an accurately forecasted volume of incoming calls at the desired service level.
This position interprets data, formulates, and implements modifications to staffing plans for agent schedules and skill assignments to balance resources, both in real-time and in future planning, to meet all service levels and performance guarantees. Uses independent judgment to manage and shift staff resources dynamically to support call center goals and communicate any conditions that may affect success.
The ideal candidate can read data on sight and make recommendations on the strings to pull to drive the team to success. They should have customer support expertise and familiarity with reporting tools, including Microsoft Excel/Google Sheets. They will be expected to maintain several parallel reports with rigid detail and an eye for issues and improvements.
You'll Be...
- Monitoring call/chat/email volume, daily attendance, and program break schedules to maintain efficient distribution among all available resources
- Monitoring and maintaining agent adherence through the use of available systems
- Working closely with the operations and leadership teams to identify individual cases that might impact team performance
- Tracking absenteeism as reported to the workforce team
- Coordinating off-phone agent activity scheduling, such as team meetings and training events
- Proactively providing ongoing internal communications with Leadership on load balancing and staffing requirements in real-time and historically
- Generating ideas for process and service improvement planning
- Participating in and contributing to performance improvement activities
- Completing daily, biweekly, and monthly internal reports
- Sensing trends in real-time to give clarity to PartnerHero and the partner's teams, and identifying opportunities for process and structure improvements
- Assisting with projects and other duties as requested or assigned
- Assisting in implementing and maintaining operational processes to ensure compliance with Company policies, legal requirements, and regulatory mandates
- Reviewing and adhering to all Company policies and procedures and the Employee Handbook
What You Bring To The Table
- 2-3+ years experience in a BPO organization, as part of workforce management ideally within a customer support, contact center environment
- Solid knowledge of Google Sheets, and Workforce planning tools
- Sufficient use of 3rd party data warehousing tools like Metabase, Looker, etc.
- Organized, super analytical, and detail-oriented
- Very strong written and verbal communication skills with the ability to reduce informational complexity to clear, succinct, and concise steps
- Knowledge, understanding, and experience working with customer support productivity metrics (AHT, FCR, ART, etc)
- Knowledge, understanding, and experience working with contact center metrics (Shrinkage, Adherence, Occupancy, etc)
- A high degree of comfort with data - obtaining, analyzing, and reporting
- Familiarity with data visualization platforms like Google Data Insights, Tableau, Chartio, Datazen, Data Studio, Power BI and Plotly
- Familiarity with numerous CX / CRM platforms, such as Zendesk, Salesforce, Help Scout, and Freshdesk
- Familiarity with common KPIs, benchmarks, and reporting best practices in a CX context
- Knowledge and experience working on SaAS platforms is good to have but not required
- A leader that can build a strategic vision and generate buy-in through influential storytelling
- Experienced in selecting, implementing, and optimizing customer experience and workforce management technology
- Ability to multitask, collaborate, and prioritize in a fast-paced and deadline-driven environment
- An optimistic, high-energy problem solver who pursues sustainable long-term solutions
- Self-motivated - you don't look for direction, you make it happen
What We Provide
- Hybrid workplace - depending on the partner, role, management, and/or personal workspace
- Overtime is available if applicable
- Competitive compensation based on experience
- Attractive benefits package including medical, dental, and vision options based on location
- Access to free posture-based fitness workouts from home
- Paid Sabbatical Leave
- Training opportunities provided by PartnerHero and outside entities
- 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
Why PartnerHero
PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their businessfrom customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.
How We're Different
Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity.
Read more about our Core Values and story
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